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GuideWell Connect - Saving Time + Saving Money = Customer Delight

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: GuideWell Connect, Jacksonville, FL
Company Description: Guidewell Connect is wired differently. We drive value by focusing our marketing, sales, and engagement expertise on every critical phase of the consumer cycle—from acquiring new members, to engaging with individual consumers, all the way through renewal—connecting health plans, health systems, and provider groups in the US with their customers at the right time and in the right channel.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Financial Service Industries

Nomination Title: Saving Time + Saving Money = Customer Delight

Tell the story about what this nominated organization achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

If you have ever been to an Emergency Room for yourself or loved one, you have most likely experienced long wait times only to be followed with expensive bills that can add up with every Emergency Room visit. Many people simply use the Emergency Room whenever they need health care rather than using less expensive Primary Care Physicians or Urgent Care Facilities. As part of GuideWell, Florida Blue is a health solutions company and not just a provider of health insurance strives to educate our customers on how to achieve better health at the most affordable rates and avoid expensive ER bills by explaining how they get the most from their health insurance plan and save both time and money while getting the best possible health care

Throughout the past year, our Member Engagement team at GuideWell Connect is dedicated to helping members by making high-touch phone outreach activities to members who have been, or who have the potential to be, high utilizers of the Emergency Room. We have used several different tactics for these outreach activities, such as educating our members on Nurse Advice Line, Urgent Care Facilities and the value of a relationship with a Primary Care Physician. With educating our members on these benefits, we also provide them real life scenario cost comparison examples to show customers a savings to their out of pocket costs.

One of our most empowering campaigns gave members peace of mind. Our experience with educating members on the Nurse Advice Line provided members insight to having free 24 hour access to a nurse that could provide advice for help with non-life threatening emergencies that may not need Emergency Room attention.

Another campaign helped members save money and wait time. Educating our members on the Urgent Care Facilities in their areas and those participating with their plan was very insightful for members as well. We learned some members thought Emergency Rooms were their only option in some situations. We were able to provide members with insight on Urgent Care Facilities in their areas and a specific savings for going to an Urgent Care Facility versus going to an Emergency Room. We were also able to share with them the time savings and specific non-life threatening emergencies that could be treated at Urgent Care Facilities. In this time of high technology, we also shared with members how they could text from any location within the state of Florida and find the Urgent Care Center closest to them. If the member lived in North Florida, but was vacationing in Central Florida and became sick, we were able to provide members text message capability that would direct them to the nearest Urgent Care Center.

Lastly, another campaign helped members get in to see their physician and maintain a good relationship with their physician. We educated members on the importance of having a relationship with their Primary Care Physician. We focused on ensuring members understood how having that relationship is important and how it is a part of their health plan benefits. If members did not have a relationship with a physician, we highly encouraged one by assisting them to make their first appointment. We also ensured members were educated around their annual wellness visit as these visits help with identifying any underlying conditions that could exist.

After over eight months of making over 105,000 high-touch outreaches to members, we made 30% contact rate and helped hundreds of our members get better health care and save money at the same time for them and the company with close to a million dollars in savings for the health plan. Members get the health care then need, when they need it, at a cost that better for them and the company. Based on feedback from customers and the savings for the health plan, this is proving to be a win-win for both!